I am seeking documentation from Expedia, that states that a flight I had purchased, had been cancelled by the airline provider. I requested this documentation on 5/26/2020 and received an email, from Expedia, that I would receive the documentation in 5 business days. I had not received the documentation within the stated time frame and upon further attempts to recurve documentation I was stalled by being placed on hold for over an hour. My flight itinerary number is
Expedia.com Response
• Jul 24, 2020
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased tickets for two passengers from Columbus, OH, USA to Chania,
Greece, departing on May 15, 2020 and returning on May 28, 2020.The
customer purchased flights on January 21, 2020 with *** for two
passengers traveling from Columbus, OH, USA to Chania, Greece, departing on May
15, 2020 and returning on May 28, 2020.The travel,
consisting of six flights to complete transit, had multiple major schedule changes.
On April 9, 2020 the customer canceled the flight online. We
contacted the airline to discuss providing a refund of the flights. They
advised that the first major schedule change occurred on March 25, 2020. They
are no longer providing refunds due to schedule change for flights that had
major changes after march 19, 2020. As such, a refund was not authorized.Air
Canada advised that the ticket can be exchanged within the validity period to new
flights with them that complete travel by March 25, 2022. The ticket validity
period is for at least one year from the original purchase date. Airlines often
have flights scheduled and available for booking for 6-8 months from the date of
booking. ***
advised via their automated system that they are allowing customers who booked
with them to transfer tickets to vouchers, which allow passengers to rebook to
use the credit up to two years, in as many exchanges as needed and for other
passengers, but have not yet rolled this out for travel agency bookings. A representative
of their company advised that rolling this out for travel agency bookings is
expected to be completed in September of 2020. In the meantime, the customer
can contact the airline directly and they will fill out a form to request a
voucher from their ticket. Once done, *** will contact the customer back
directly to advise if it was approved. Expedia
offers items from travel suppliers via our website such as flights, hotel and
cars. The terms and conditions of the items come from the travel suppliers. In this
case the airline is the merchant of record for the purchase. We hope you
understand that we are not able to affect changes to the terms and conditions
of the travel supplier. The terms and conditions include the airfare fare
rules, the *** convention and the contract of carriage. The contract of
carriage can be found on the carriers website.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Booked flight and hotel and now won't receive refund or price match.
I purchased a bundle deal of hotel and plane ticket through expedia in April 2020. When flight was canceled due to corona virus I was given credits for flight and hotel stay. The problem that I'm having now is that expedia won't let me bundle my credits and are making me purchase plane ticket and hotel separate driving the cost of trip 1000.00 $ more than if I could bundle the trip again. I really don't see how they can credit me for trip and then try to make me spend more money for same trip.
Expedia.com Response
• Jul 22, 2020
July 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation.Our records show on November 13, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Washington, DC USA to ***, Poland departing on April 9, 2020 and returning on April 20, 2020. The package included a hotel and package insurance with a stay at ***, for a check in on April 10, 2020 and a check out on April 20, 2020, $1,251.11. We understand Mr. is requesting that Expedia compensate him to help alleviate the cost to rebook his package.On April 14, 2020, Mr. contacted Expedia to cancel the flight and to request a full refund for the airfare. However, the flight was deemed ineligible for a full refund per *** Airlines flexibility policy. Therefore, a future travel credit for a total of $656.83, was issued based on *** Airlines rules.Between April 14, 2020 to June 15, 2020, Mr. contacted Expedia to request a full refund for the hotel/flight. Furthermore, based on an airline schedule change the *** Airlines flight did qualify for a full refund, a total of $656.83, was processed back to Mr. original form of payment. It may take up to 30 days for Mr. to receive the refund depending upon his financial institution. In regards to the hotel a voucher was created for a total of $494.28. Therefore, Expedia advised Mr. that in canceling his hotel stay and the acceptance of the hotel voucher the following rules do apply:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($494.28) represents the total amount of your cancelled lodging you previously made on Expedia.TERMS AND CONDITIONS: https://www.expedia.com/lp/hotelrebookuscoupon1Subject to the restrictions set out in these terms and conditions and in compliance with the above, the coupon code may be applied to a pre-pay stand-alone hotel booking (not a hotel booking in combination with any other product such as flight + hotel or flight + hotel + car) at the hotel you originally booked online with Expedia.com. The code can only be used for pre-pay bookings and cannot be redeemed against bookings which are paid at the destination.This coupon is issued by Expedia, Inc., as a goodwill accommodation to its customers impacted by the Covid-19 Coronavirus. If you have elected to receive this coupon, you are bound by the terms and conditions set forth herein.Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On July 22, 2020, Expedia contacted *** to determine if Mr., reservation could be refunded. Regrettably, we were unable to speak directly to the manager, therefore, an email was sent. Expedia is a third-party intermediary, and we are subject to *** approval/denial since we act only as an agent for their product and we do not have the authority to override or to change their booking policy.Additionally, we did not set the hotel’s (non-refundable) policy and we must abide by our suppliers terms. When Expedia receives the response from the hotel manager we will contact Mr. directly to provide him with the resolution. Due to the information provided above Expedia is unable to honor the customers refund request.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
On January 28, 2020 we bought a travel package to go to Punta Cana (Dominican Republic) in July of this year. We bought a package for 5 people in Expedia Travel Agency. I paid for the total packageI $5,921.14 dollars including an insurance in case a change in the fly tickets or cancellation. In March because the pandemic problem, we cancel the reservation through the internet because it was impossible to call them by phone.
In April 17,2020 I received 3 deposits in may credit card of $962.13 that make a total of $2,886.39 so there is a difference of $3,034.75 that I did not received jet.
Today 6/10 I called the Expedia agency and the agent told me that the $3,034.75 is a credit that the airline will gave it to me to travel up to January 2021. The thing is that if I paid an Insurance to cover this cancellation why they do not want to return the money back?
I understand that the policy returns has change because the COVI-19, but we made the reservation in January when everything was OK
Thank you for your help
Expedia.com Response
• Jul 24, 2020
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package. Our records show on January 28, 2020, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Salt Lake City, UT to Punta Cana, Dominican Republic departing on July 16, 2020 and returning on July 22, 2020. The package includes a hotel and package plan with stay at *** - All Inclusive, Punta Cana for a check in on July 17, 2020 and a check out on July 22, 2020, for a total of $5,921.14. We understand Mr. is requesting that Expedia refund the airfare potion of his package, based on purchasing a vacation waiver plan. On March 31, 2020, Mr. used our online services to cancel the refundable hotel accommodation. *** Cancellations or Changes made after 6:59 PM local hotel time, Friday, July 10, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Therefore, the total refund for the hotel stay was, $2886.39, which was processed back to the customer original form of payment. It may take up to thirty days for Mr. to receive the deposit, depending on his financial institution.On May 30, 2020, Mr. contacted Expedia to state that he cancelled his flight online and he needs assistance in obtaining a refund. Regrettably, Expedia cannot override the package plans policies which assists in refunding cancellation or penalty fees only. Therefore, we provided Mr. with the requirements he must follow in order to obtain a refund for future penalty fees. You have purchased Vacation Waiver. Please refer to your itinerary number when calling to ask questions.https://www.expedia.com/vacation-waiver-termsSee the following terms of use disclosed to Mr. on January 28, 2020:How do I get a refund for my flight?First, contact customer service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket with that airline. When you redeem those travel credits through customer service the airline will apply a change or cancellation fee in accordance with its redemption policy.We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.Note: the full price of the new ticket may be greater than the price of your original flight.Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We cannot provide an (airfare) refund unless approved by the airline and must adhere to the airline’s policyMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On June 10, 2020, Mr. contacted Expedia to request a full refund for his flight reservation. We did advise that based on *** Airways flexibility terms his reservation does not qualify for a full refund. However, see *** Airways flex policy which is listed on their website:_Penalty fees waived one-time for re-booking purposes, done on/after August 1, 2020, and travel up to January 2021.See *** Airways cancellation policy, that was provided to Mr. prior to him agreeing to book the flight reservation:*** Airways: Ticket is non-refundable, for cancellationsOn July 24, 2020, By using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr.’s booking session which confirmed our site advised the following; No fees for one-time flight change, cancel and use your airline (credit) later, receive 100% refund for hotels and activities. The detailed package plan, including redemption instructions, was provided to Mr. after booking through his itinerary. On May 30, 2020, the following airfare credit confirmation was emailed to Mr.Total airline credit:$2,739.75Airline confirmation:*** (*** Airways)When you're ready to book a new trip, we're happy to help. You can reach us at 1-800-695-9022.We understand these are unprecedented times, however, due to the information provided above Expedia is unable to honor Mr. refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie ***Corporate Correspondence Team
my family booked a cruise through carnival out of Barcelona spain on may 30th, so we booked flights through ***/expedia to fly over on may 28th, we also bought the travel insurance through *** and it states on that insurance that we can cancel for ANY reason and get a refund. In April everything was cancelled due to travel restrictions by the president of the united states, and we ask for the refund. I have been on the phone with them for at least 40 hours on hold over the last month. I get the same response everytime "We have to call the airline, but I bought the insurance through *** not the airline and we are asking for them to honor their insurance and give us a refund. This affects 9 people, one reservation is in my name and one is under my daughters.
Expedia.com Response
• Jul 10, 2020
July 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a flight booking.Upon further research, we are unable to locate an Expedia
account related to Mrs. complaint. We respectfully request that
she provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns. If this booking was not made with Expedia, as in her
complaint the customer mentions ***, we ask that a complaint is opened with
the correct brand.If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
My husband & I had tickets back in May with *** airlines that we purchased through expedia. We recieved airline credits with expedia. We had to go to NJ this past weekend due to a death in the family, called expedia to use the credit. The employee booked us tickets and said that we will not need to pay ANYTHING. We asked him again to make sure, he said we did not need to pay anything at all for the return flights. we said okay then book it because we can not afford anything else but since it's free that it was fine. We went to the airport Monday to head back home after the funeral to be held at the *** airline terminal. We were told that expedia did not book it right and we had to pay $304 per person to get on the plane. We explained to them what expedia told us and *** said expedia did not book it correctly then. We called expedia at the terminal and expedia did not respond, after an hour on hold the plane was about to take off. We had to pay to come back home since we had work. We called expedia Tuesday and was on the line with their customer service for seven hours, going back and forth with expedia trying to ignore their employee mistake. We told them to listen to the recording and they did. The representive told us they heard the employee telling us the wrong information and booked us wrong. That we are entitled to a refund for the extra charges but that he would need to get it approved by corporate and they are not responding to his calls. He said he will call us back by wednesday 12pm. Come wednesday it is 8:30pm and still no call. We called expedia and now they are giving us the run around again. We have already been on hold and through three people for 2 hours. In total we have been on the line with expedia for over 9 hours and no one wants to give us the refund that was primosed due to their employee false information
Expedia.com Response
• Jul 10, 2020
July 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a flight booking.Upon further research, we are unable to locate an Expedia
account related to Mrs. complaint. We respectfully request that she
provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns. If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I purchased a round-trip ticket from Chicago to Fort Lauderdale and 2 night hotel stay for $597.39. In speak with a Representative about the booking I asked the question if I find the same booking at a lower price will I receive a refund/price match. The representative informed me I would, therefore I purchased the package. So on the 10th of June I was on the website again trying to see if purchase went down. I noticed that purchase went down by $123.14, so I called Expedia and spoke to a manager that stated that price matching is only for hotel stays not combined package for flight/hotel. I expressed to him that the representative I spoke with on the 8th of June didn't state that to me, I even clarified with the representative that they would indeed price match and honor the difference. I asked him could I cancel the whole thing and receive my refund that way, he stated that if I did that I would have a credit with the airline company, at which I didn't want to do because I wasn't sure if I would use that airline again. I then informed him that I would just like for them to honor there word as a business. He stated again there was nothing he could do.
Expedia.com Response
• Jul 27, 2020
July 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a refund for the difference she saw in pricing.
Our records
indicate on June 8, 2020, Ms. or an authorized user of
the Expedia account, self-booked two round trip flight on *** departing on November
27, 2020 from Chicago, IL, USA to Fort Lauderdale, FL and returning on December
5, 2020, with a two night hotel stay at *** Hotel on *** via ***. The customer called in to change the reservation
to another date. Our representative
advised of the policies and did not make any changes to the reservation. We
can confirm on June 10, 2020, the customer called in to make the changes.
She wanted to change to another hotel. Our representative advised that the reservation would need to be
cancelled and rebooked. The customer advised
that she is getting a lower price. Our
representative advised the airline fare is non-refundable and the hotel can be
refunded. The customer asked for a Supervisor. The call
was escalated, the customer advised she was able to see a lower price on the website
and she wanted that price. She advised
she had been told by the representative who assisted her with the booking that at
any point if she saw a lower rate, we would match the price. Our representative advised the price option does not apply to the
reservation and offered a coupon as compensation.After
further review on July 27, 2020, Expedia was able to listen to the call made on
June 8, 2020, after the reservation was booked. The representative did not advise that a price option would be
honored. The call ended without any
advisement. On June 10, 2020 there was another call and the call was lost
as it was being escalated. There were no
other calls of recordings of any of our representatives advising that the price
option would be honored. Expedia has a
price match option and it must be completed by the customer for the price to be
honored. The hotel price guarantee, in case the price of the hotel drops (https://www.expedia.com/price-guarantee-claim). Expedia offers a Price Match Promise on
certain reservations. If the option
appears during the creation of your reservation you would select the option
that is most appealing to you for a cost
and if the fare decrease you would receive the difference back. As a courtesy
Expedia has applied a $25.00 coupon to you Expedia account for a future reservation
for a pay now hotel or flight or package reservation that includes a hotel and
flight. The coupon is valid until August
31, 2021.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Booked Travel and then cancelled due to fears over Covid 19 and only received a partial refund even though I had Travel insurance
Travel Dates 3/20/2020 to 3/27/2020 RDU to BOG R/T Package icluded Hotel. Air Portion returned. Hotel was not even though I called Hotel and they advised they did not charge Expedia. Very unfair
I have a travel voucher with expedia.com due to a cancelled flight from November 2019. It was rescheduled for March 2020 and cancelled due to Covid 19, then rescheduled for July 2020 and cancelled by the airline. In order to process these transactions it required 10+ hours on the phone with their customer service. After the last cancellation, I spent 4+hours on the phone where I was transferred to 4 different staff persons and no one could assist me. I had to eventually pay for the flight again through the airline due to the exorbitant amount of time that it takes to obtain assistance and the lack of assistance that is provided.
Expedia.com Response
• Jul 22, 2020
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased itinerary ***, which included a *** Airlines ticket
for $441.80 on Visa card ended *** on September 14, 2020. An
exchange was requested for the ticket, which was in cancel status to be used as
credit. The flights, which were for travel starting on July 9, 2020, were canceled
by the airline and couldn’t be ticketed. Our
ticketing department reached out to the customer to advise them and was only
able to leave a message. We spoke with
the customer after travel and a refund was provided on June 18, 2020 in the
amount of $471.20.We did
not locate any purchases in the same account that were completed in the amount
of $400.00, or any other tickets being exchanged. If there is another itinerary
please provide the itinerary number, passenger name, carrier and dates of
travel so that we can locate it.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jul 23, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. The original ticket was purchased in September 2019 rather than September 2020 to clarify. According to the resolution from Expedia, that travel voucher for that amount is still available for my use along with an additional travel voucher in the amount of $200 for a hotel stay. I was also given a corporate # to use when redeeming these vouchers so as to not have to communicate directly with their call center. Based upon what has been discussed with Expedia as part of the resolution, I want to make certain that these items are in place for my future use.
I was supposed to be taking my honeymoon to Greece in June of 2020. Due to Covid, we rescheduled and received a voucher for our flight cost from ***. This was issued by Expedia on the basis that the flights had to have the same passenger names, same country of origin, and same airline. I want to use these vouchers to reschedule my new honeymoon in Hawaii in September of 2020 with *** Airlines. After speaking with Expedia, I was told that I have to use these vouchers to travel internationally. When speaking to *** directly, they informed me that I am able to use these vouchers to schedule any trip that I would like, regardless if it is international or domestic. I have $2,200 into plane tickets currently and need these vouchers to complete my booking of the trip.
Customer Response
• Jun 10, 2020
Hello,
I had a complaint filed with expedia that I sent in yererday. I chatted with them late last night and they have processed a refund in the amount of $2,200.10. I am just waiting for the money to now hit my bank account. I am satisfied with this outcome.
I had booked a hotel through Expedia. I recieved an email from Expedia on June 1st stating that due to Covid-19,the hotel would be closed and therefore they were canceling my booking. It also said that I would be recieving a refund to my original form of payment. 2 days later I recieve an email stating that I would be getting a hotel voucher to use for a future stay. I believe Im owed a refund because I have it in writing that they said I would get one. I've called numerous times, been on hold for numerous hours, and they are still saying that I only qualify for a voucher. I dont agree this.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms.
*** (Revdex.com
case number ***) would like a
refund. We understand Ms. would
like a refund for the hotel reservation.Our records indicate on March 15, 2020, Ms. or an authorized user of the Expedia account,
self-booked three combined one way flights on *** Airlines departing on Jun
11, 2020 from Sacramento, CA to Cozumel, Quintana Roo, Mexico and returning on
*** Airlines on June 18, 2020 along with a seven night stay at ***
*** - All Inclusive via ***.
After further
review on July 24, 2020, Expedia confirms a refund of $1293.52 was
issued to VISA card ending *** for the hotel reservation. Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers In addition, at the time of completing her
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 25, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I've spent countless hours spent on hold, waiting to correct mistakes they've made, and to follow-up on all the balls they've dropped. Support is horrendously slow and ultimately very limited. I'm ending my business relationship with Expedia. I strongly advise you to do the same.
We had booked a flight through Expedia with *** Airlines to get to our honeymoon in St. Lucia. Our flight was supposed to be June 2nd and return June 11th. Unfortunately, because of the coronavirus, *** Airlines canceled our flight. We were issued flight credit through expedia. However, this was a total scam. You are not able to book your own flight using the credit. You have to call expedia and have them do it for you. It took us over 5 hours on hold just to get someone who said they could help us. Then, they made us jump through a bunch of hoops, including being on hold while they read the policy to see if we were even allowed to use our credit. We still are in the air about if we'll be able to use the flight credit that they gave us. Its now been a six hour hassle just to use the credit that they gave us. It is beyond frustrating and I imagine that for people who work or don't have 6 hours and an argumentative soul, they wouldn't even have gotten as far as we did. Expedia is scamming their customers during a global pandemic and it is sickening.
Expedia.com Response
• Jul 22, 2020
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number 14439649, from Nicole Kubinec.The
customer purchased two tickets with *** Airlines for travel to Vieux Fort,
St. Lucia, departing on June 2, 2020 and returning on June 11, 2020, with
flight coverage from Travel Guard. The
customer canceled their flights, and then rebooked them to depart on July 14,
2020 and return on July 25, 2020. The first attempt to issues the tickets did
not succeed, but the tickets were issued with the assistance of the airline. We
regret to hear of the timing being longer than expected or for any
inconvenience. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I purchased airline tickets with my best friend end of February through Expedia's website. Over the past couple months our flights have changed slightly to different connecting flights but the same time frames roughly. I have all the emails with all the reschedule updates. Our original flight home was suppose to be to MDW however that was changed and switched from PBI to ATL then ATL to ORD on May 9th/10th per an email. June 3rd I got an email that my flight home on June 14th was cancelled, however my friends was not, to which she booked the same flight as me. NONE of her flight plans have changed still to this day, June 9th.
I chatted in online to Expedia and spoke with John Art on June 3rd who spoke with *** after waiting four hours from what I was told. Eventually they put me back on the 5PM flight and I received a confirmation email at 4:51PM on June 3rd from *** airlines. THEN the following morning I got an email from Expedia at 9:47AM, June 4th saying they refunded my money for my flight home. This was never discussed as I was just re-booked for my flight as I was told verbally and by email the day prior. I chatted in after receiving that email and was told by a female supervisor, that *** cancelled my flight and I would have to reach out to them to get compensation for them to pay the additional fee's for another flight home as Expedia had nothing to do with this cancellation. So, I got a hold of *** airlines, they explained to me that Expedia cancelled my flight because they did not finalize the booking process for my 5PM flight. Additionally I was sent their guidelines that if my flight was cancelled by them I would have received and email. To which my email of notification was not from *** it was from Expedia. Expedia cancelled my flight due to negligence and not completing my booking.
So I reached out to Expedia again on June 4th, I spoke to a woman who offered zero remedy to my problem, instead told me there was nothing she could do because I was never booked for the 5PM flight and that they would not cover the difference in cost for me to book another flight. Excuse me? I had an email saying I was booked, actually I had two emails saying I was booked for that flight. So I asked to speak with a manager, after waiting for 115 minutes I was disconnected and hung up on.
June 6th, I was so exhausted of this situation being that I have spent probably 7-8 hours chatting with *** I went to book my flight. And wouldn't you know, my original flight at 5PM is now available again for $499!!! I called into Expedia, explained my situation again that I am being wrongfully punished and having to spend extra money I do not have on a flight I already purchased. Once again I was put on hold for over two hours trying to reach a "manager". Again, nothing was fixed about my situation.
June 8th, - My trip is now less than a week away and I still have no remedy for my flight coming home. A representative on facebook offered $150 to cover part of my flight. WELL the flight I was ORIGINALLY booked for THREE months ago is now $499. But because I booked end of February because I planned my trip, and my flight got cancelled by Expedia, I am responsible for them canceling my flight and paying the now $323 dollar difference?? Where is this fair nor right? I called in and was on the phone for another two hours for them to finally say a manager will call me at 6pm that evening. I got the call, and once again it was let me review your notes, and then the no we cannot do anything for you. I told them about them offering to cover part of my flight and was pretty much told I was a liar and that they did not find that in any of their notes. I was then asked to screen shot my conversation on Facebook and send it to their email. Thanks for calling me a liar? GREAT customer service. I was then told they will cover $150 of the $373. So now I am stuck with paying an additional $173 for the same flight I booked and paid for already in February. I told them no, I refused, this was unacceptable and I wanted a manager in power I could speak with. I was told I will get a call back. Well here we are the next day and zero phone call.
June 9th, this leads me to where we are now. I am still left without a flight home but apparently have a flight to Florida still just no way home. Lovely. Also being told my amount was refunded yet, I have no proof of this on my credit card statement anywhere, nor does my credit card company show any incoming refunds. I have spent over fifteen hours on the phone with Expedia for them to give me the middle finger and tell me they cannot do anything for me despite the problems they have caused. I am now forced to spend $400 more dollars on my same flight I was originally booked for. Worst customer service I have ever experienced. They take your money and then waive you off like you do not matter. Now my best friends birthday has been nothing short of awful thanks to your company. I will also be pulling all my companies reservations and bookings with Expedia for hotels and flights, so you will be losing thousands of dollars now because of your actions. Great business practice.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand the Ms. would like the original flight for $529.00 to be
paid for by Expedia based on the inconveniences.
Our records also indicate on February 26, 2020, Ms. or an authorized
user of the Expedia account, self-a two combined one way flights, the outbound
flight was on *** Airlines departing on June 12, 2020, from Chicago, IL to West Palm
Beach, FL and returning on *** June 14, 2020 via ***. We can confirm on June 9, 2020, Ms. or an authorized user of the Expedia
account, self-a one way flight on *** Airlines departing on June 15, 2020,
from West Palm Beach, FL to Chicago, IL via ***. The issue was escalated
to a Lead and a courtesy refund of $150 was approved and issued to the original
card charged.After further review on July 24,
2020, Expedia verified a refund for $176.20 is showing being processed
in *** Airlines record under itinerary ***.
*** Airline refund is showing the refund was issued to the original card that
was charged. The customer would need to
contact *** Airlines for their refund timeline. Expedia
contacted *** Airlines and they confirmed the return flight on June 15,
2020, was flown under itinerary ***. Expedia confirmed a refund of $150 was issued
on June 13, 2020 to card VISA card ending *** under itinerary ***.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** and *** Airlines were
the operating carriers and merchants of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other damages
or expenses resulting there from. Expedia has no liability and will make no
refund in the event of any delay, cancellation, overbooking, strike, force
majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Please accept our apologies for any inconveniences
that may have been caused. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I purchased a travel package through the Expedia.com website for Travel between March 28th - April 2nd from Boston to Barbados. My destination country of Barbados issued an automatic quarantine of 14 days for incoming travelers. Since this was much longer than my scheduled trip, I needed to cancel my reservation through Expedia. I did so and was informed of no refund. I attempted to dispute this through my credit card company *** who rejected my dispute. I do not think I should get charged for a service that I can't use even if I wanted to. I would have had to fly to Barbados and be quarantined for longer than my scheduled trip. I contacted Expedia and was informed that there are no refunds for the hotel stay whatsoever because my room was a 'no refund' room. I am not paying for a service that I can't use even if I wanted to.
Expedia.com Response
• Jul 23, 2020
July 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a refund. We understand the Ms. would
like a refund and not a travel credit.
Our records indicate on March 9, 2020, Ms. or an authorized user of the Expedia account, self-booked
two combined one way flights, the outbound flight was on *** Airways departing
on March 28, 2020 from Boston, MA to Bridgetown, Barbados and returning on ***
Airlines on April 2, 2020 along with a five night stay at *** Barbados -
All Inclusive and the Package Protection Plan via ***.After further review on July 23, 2020, Expedia contacted the hotel and they advised to send them an email about the refund
request. Expedia sent the hotel the
requested email. There are no
notes or documentation on the Expedia account regarding cancelling the
reservation. Expedia verified the customer
cancelled the reservation via electronic web form cancellation on March 25,
2020. Expedia emailed the email address
on file the cancellation emails. The
hotel email advised the reservation was cancelled without a refund. The cancellation emails for the flights advised
the flight reservations were cancelled with future flight credits. The protection was cancelled and a refund was
issue for $298.00 on March 17, 2020 . As
a courtesy Expedia emailed the hotel and must wait for a response to see if
they will authorize a refund or compensate the cancelled hotel
reservation. The customer needs to
contact our Customer Service Department at 877-227-7481 to exchange the flight
tickets and use the future flight credits.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** and ***
Airlines were the operating carriers and merchants of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the credit request. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di F Corporate
Correspondence Team
Customer Response
• Jul 23, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I am seeking a refund for services not rendered. I paid for a service I didn't receive and couldn't use anyways. I am not backing down on this. You will refund my money otherwise, I will drag this out as long as possible both in social media and in the news. I work for an advertising firm and I will use my position to influence others who have been cheated out of their hard earned money, to file a class action lawsuit against your company.
I had a flight booked through Expedia. I had to cancel my flight as state orders mandated only essential travel be permitted.
I was told I would receive a refund initially. Later Expedia sent me an email saying I was receiving a credit that could only be used with the same airline (*** Airlines) and must be used within a year. There were no additional stipulations.
Once restrictions had been lifted, I attempted to book a new flight, however the first time I contacted the representative hung up on me and I was unable to contact anybody again. I sat on hold for 6 hours before hanging up. I called back the next business day and sat on hold for another 16 hours without any representative answering.
On the third day, I called and got a representative immediately, however they said they would need to transfer me to somebody who could use my credit to book a flight. The second rep I spoke to said that the credits could only be used on certain flights which *** Airlines had said were specifically for "rebooked" flights. These rebooked flights were considerably more expensive than the "new" flights that were available on Expedia's website for the same day, destination, seat class, and number of stops. The rep then said that he could not issue an actual refund since I had been the one to initiate the flight cancel (despite being told initially that I would receive a refund). The rep then said he would attempt to get me a refund and allow me to book a new flight, however I have now been on hold waiting for the rep to come back for an additional 7 hours without a response or checking to make sure I was still on the line.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a full refund for his reservations.
Our records indicate on March 13, 2020, Mr. or an authorized
user of the Expedia account, self-booked two round trip flight on *** Airlines departing on March 27, 2020,
from Dayton, OH to Dallas,
TX and returning on March 29, 2020 along with a two night stay at *** Hotel Southlake DFW North via ***.We can confirm
on March 24, 2020, the customer cancelled the reservation online
via electronic web form. Expedia emailed
the email address on file a cancellation email advising of the future travel credits
for the flights and an email advised of the refund of $170.53 for the hotel
cancellation.On June 9, 2020, the customer called in and wanted to apply credit from DAY to
ORF. Our representative advised that
there was no change fee but any fare difference would be his responsibility. No
changes were made to the record. The customer
contacted our Social Media Team and advised he would like a refund. The representative advised he was not eligible
for a refund but has a future travel credit. Our representative advised he may want to try requesting a refund using
*** Airline website.After further review on July 24, 2020, Expedia verified the *** Airline policy since the customer
cancelled his reservation via online electronic form. The cancellation created a future travel
credit for each of the tickets in the amount of $238.80. The customer’s cancellation cancelled the
hotel reservation and a refund was issued for $170.53. Expedia emailed the
customer email address advising of the future travel credits and the hotel refund. The customer can contact our Customer Service
Department at 877-227-7481 to exchange his
flight reservations. *** Airline
policy waives the exchange fee, any increase in fare would be the
responsibility of the customerPlease note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. Lambes
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because:
when attempting to use the credits to reschedule the flight I was told they do not apply to all flights from *** Airlines. The representative I spoke to would only list what they called "carry over" flights which were substantially more expensive than other flights leaving the same day, following the same path, from the same airline.
It was recommended that I cancel my flight by a representative prior to the electronic cancelation due to travel restrictions of my state. If I had not cancelled my own flight, I still could not fly regardless of whether *** Airlines cancelled.
My flight on *** Airlines was cancelled, but I booked it through Expedia. Expedia cancelled the trip and it no longer shows as eligible for the voucher, so *** Airlines can't issue a voucher or refund. But I can't reach an Expedia agent via online chat, phone, or email despite over 45 attempts in the last 39 days. At this point, I don't know how to get through to their business to notify them of the issue and the timeframe to receive the voucher from *** Airlines is closing - which means I will lose all the money I paid for this trip that Expedia owes me.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand the Ms. would like a full refund
for his reservation.
Our records indicate on November 26, 2020, Ms. or an authorized
user of the Expedia account, self-booked a round trip flight on *** Airways departing on May 1, 2020, from Boston, MA, USA to Nairobi,
*** and returning on May 9, 2020 via ***.We can confirm
on May 9, 2020, the customer contacted our Social Media Team and
requested an email about her flight credit. The customer cancelled her flight online and
the airline record shows the airline has taken over control.On May 11, 2020, the customer would like to request a refund and as per escalating agent no
policy in eureka but as per checking *** Airways policy states refund will
only be possible via EMD. This can be utilized within 12 months from date of
issue." "No Cash Refunds allowed." The representative was unable to open the
status of the ticket. Customer was sent
an email advising we have sent an email to the airline. Numerous email
communication to the customer. Eventually advising the customer to contact
*** Airways since we could not retrieve the ticket information. The customer advised *** Airways referred
her back to Expedia and to *** Airlines and she wants Expedia to further
investigate.From May 9, 2020 through June 10, 2020, there have been numerous email communications between Expedia and the customer and Expedia
and *** Airways. The customer inquired
on receiving a voucher and Expedia eventually referred the customer to contact
the *** Airways. The customer advised
she would not contact them again and it should be our responsibilityAfter further review on July 24, 2020, per
*** Airways policy the flight credit is applicable. As a courtesy Expedia contacted *** Airways
and they advised they could not retrieve the ticket information and suggested
we contacted *** Airlines. As a
courtesy Expedia submitted an email to *** Airways inquiring on their actual
policy, since the information given on over the telephone was incorrect. *** Airways email automation replied with incident
number 200723-000396. Expedia must wait
for an official reply back from *** Airways and once we receive, we shall
advise the customer of their *** Airways policy.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airways was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. Klingensmith
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Our complaint about Expedia involves their refusal to honor their commitment for a refund and for flights we cancelled and for coercing us to take a flight credit with unacceptable time restrictions.
On 2/26/2020, in light of the developing spread of COVID-19, we cancelled our international flights for our family. We were told that we would receive a refund of just over $2300 from the $4600 we paid when we booked the flight in April, 2019. We were told that our AMEX card would be credited after the next billing cycle. We called Expedia yesterday, 6/8/2020, to find out why they had failed to refund our money. The first representative was able to find the record of our original phone conversation in February when we cancelled the flight. We were then transferred to another rep, who also confirmed the situation.
Finally we were transferred to a supervisor from Expedia Corporate CC, who explained to us that instead of a refund, we would receive a credit for the full amount of the flight, but that we would have to fly by 3/31/2021. We told him that this was not acceptable because we have no intention of flying anywhere until we have been vaccinated for COVID-19, hopefully sometime in 2021. He told us that airlines were being flexible and the international airline would likely accommodate our desire for an extension. He also told us that there was nothing more that he could do for us and that our only choice would be to contact the international airline and ask for an extension. We asked him to confirm the commitment that Expedia had originally made for a refund, but he said that he did not have access to that information. Either the record had been erased or he was not truthful with us, because the reps earlier had confirmed it.
We placed the international call this morning and found out that there was nothing they could do because the itinerary had been cancelled/erased by Expedia. The airline rep also told us that if we were to use the flight credit, we would have to book the flights with Expedia. We were told by Expedia that they could no longer help us. Where do we go from here?
At this point, Expedia has refused to refund the money they promised us in February. Now, they have replaced it with a flight credit that is of no use to us because of time restrictions. Although the supervisor assured us that the airline would accommodate our request for a time extension, we have no guarantee that they would do so. Not only that, Expedia may be erasing records. It’s clear to us that Expedia has not been operating in good faith and is trying to keep the money that they promised to refund.
We would appreciate your help in obtaining the refund we were originally promised. Thank you very much.
Expedia.com Response
• Jul 23, 2020
July 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.On April
13, 2019, the customer purchased three tickets with *** for
travel to Maceio, Brazil, on February 28, 2020, with a return on March 6, 2020.Our
records show that the airline had a major schedule change and we reached out to
the customer as new flights had to be selected. The customer requested a refund
and the airline denied a refund based on being able to provide another flight.
Regardless, the customer was able to get a refund of the tickets with a penalty
of 60% based on the fare rules of the airfare selected at purchase.The
refund has not been processed yet. We regret any inconvenience. However, we need
the customer to contact us regarding the refund request via phone because the
refund is not going through. The customer will need to have the details of
their credit card ending *** available when calling. Please reference the E
case number above on contact.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because:
We just spent 3 hours on the phone with Expedia and the situation is just as it was in February. We were told today that we would receive our refund in 2 billing cycles. This is the same commitment we got in February. We do acknowledge that Expedia has just processed our refund request, but it is now in the hands of the airline for it to be completed. Expedia said that the airline may not agree to the details of the refund and may kick it back. There has been no progress on this matter for 5 months, including a 6 week delay since we contacted you. This situation will not be resolved until we receive our refund.
Sincerely,
*** And
Expedia.com Response
• Aug 02, 2020
August 1, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding the additional comments.
We are responding to the consumer complaint number ***.As previously advised, we need the customer to contact us
regarding the refund request via phone because the refund is not going through.
The customer will need to have the details of their credit card ending *** available when calling. Please reference *** We regret any inconvenience. It is important to call so
that the refund can be processed within the validity of the tickets. We offer
customer service 24 hours per day and off peak hours have less hold time.
Please call 1-800-EXPEDIA or 1-404-728-8787.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 04, 2020
Complaint: ***I am rejecting this response because:Things are looking more encouraging after a productive, but very long phone conversation with Expedia and after an earlier email confirming a portion of our refund. As things stand, we are expecting a portion of our refund within a month and another, larger portion within 2 months. We commend Expedia for their effort to straighten out this problem, but we cannot say that this is resolved until we receive our full refund.Sincerely
In August 2019, I booked and paid tickets, through Expedia, to fly to Portugal on Jun-26-20 and back to US on Jul-14-20. As I was recently informed those flights had been canceled, I contacted Expedia on Jun-08-20 and requested the exchanged of the inbound flight (Lisbon to Miami), in Executive class, to Jul-27-20. After the exchange was completed, I received an email from Expedia confirming it. During the exchange process I asked several times if there would be any cost to process it, keeping the same class of service (executive) and was repeatedly informed there would NOT. In fact, I even checked with the carrier (***) and the price was the same I had payed, back in August 2019. After the exchange done and confirmed with Expedia, I also confirmed with the carrier my new date and flight, was OK.
At my surprise, the following day (Jun-09-20), when I tried to book the seats with the carrier (as I travel with my 9 years old son), the reservation had disappeared and later on my Expedia account it showed as "canceled". Since then, I spent in excess of 6 hours calling and trying to have the situation resolved/corrected with Expedia, without success. After the successive go-around from associate to associate, I end up with some corporate associate called Sara (supposedly a supervisor), who with a very rude and disrespectful manner told me she did not know when the situation/cancelation could be repaired/remediated... She also told me, just before hang up the phone that satisfying legitimate customer claims was not her job (sic).
Expedia.com Response
• Jul 27, 2020
July 27,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers for travel from Miami,
FL, United States to Lisbon, Portugal, departing on June 26, 2020, and return
on July 14, 2020.The
customer changed the one way return ticket on June 10, 2020, for travel from
July 14, 2020 to July 27, 2020. The cost to make the change was $448.84 and a
credit card was provided to complete the exchange. The additional cost was
added on to the value of the tickets.The other
flights were canceled to be held for credit.On June
24, 2020 the flight record with the active exchanged tickets were canceled. We
emailed the customer a confirmation of the second cancelation. A refund was not
available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I had bought tickets for a trip in May to Vegas and my flight was rescheduled to over a day due to canceled flights. I received an email from *** giving me the option to accept or deny. I waited a few days before responding to see what the status on traveling would be and when it was confirmed that Vegas would not have many businesses open, I called to request a refund and it was denied. I called Expedia and they said I would have to dispute with *** Airlines. I called *** and they gave me the runaround saying I can only get a credit and when I told them I did not accept the changes, they still failed to give me my refund and hung up on me. Mind you one of the family members who booked separately received the same message and had no issues receiving her refund. The the DoT Enforcement Notice also says all passengers are “to be refunded promptly” due to covid-19.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would
like a full refund for the reservation.
Our records indicate on February 8, 2020, Ms. *** or an authorized user of the Expedia account,
self-booked two combined one way flights the departure flight was on ***
Airlines departing on May 21, 2020, from Milwaukee, WI to Las
Vegas, NV and returning on May 24, 2020, ***
Airlines with a three day Dollar rental car, along with the Collision
Damage Plan via ***.We can confirm on February 18, 2020, the
customer called in and canceled the car rental and Collision
Damage Plan. A refund was issued for the
$120.26 for the car rental and $40.00 for the Collision Damage Plan. Expedia
emailed a refund receipt.On July 23, 2020, Expedia
submitted a refund ($274.42) request via the electronic airline system to
*** Airline for cancelled *** Airlines reservation.After further review on July 24, 2020, Expedia was able to verify the refund request that was
submitted via the electronic system for the *** Airlines record on July 23,
2020. *** Airlines will process the refund
to the customer’s original card charged. The customer may want to check with *** Airlines for their refund
timeline. Per *** Airline their
fare rule states that cancellations are not allowed. Expedia contacted ***
Airlines to verify their policy. *** Airlines advised they have processed a refund for the flight
reservations to Mastercard ending *** for $456.80 and also issued a refund to
a VISA card for $ 72.00 for baggage on April 21, 2020. Expedia confirmed the car reservation and
Collision Damage Plan were cancelled and refunded on February 18, 2020.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** and *** Airlines were the
operating carriers and merchants of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In addition,
at the time of completing her booking on our website, Ms. agreed to
our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of
Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 24, 2020
Complaint: ***
I am rejecting this response because:
This complaint is not in regards to ***’s purchase as she received her refund but I, *** have not received my refund. Please review again.
Sincerely
Customer Response
• Aug 06, 2020
Complaint: ***
I am rejecting this response because:
I don’t think you guys are understanding this correctly. *** refunded me but *** never did. They sent an email when they changed my flights to see if I would accept or reject. I did neither and called them but they said they would not refund me and only give me credit. I have received ***’s refund already.
Sincerely
Expedia.com Response
• Aug 09, 2020
August 9, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did
not accept our response.
We are again responding to Ms. complaint regarding a refund. We understand that Ms. is requesting a refund for the ***
Airline flights. Expedia contacted *** Airlines and
they advised that the customer called them on May 8, 2020 and requested
to cancel and were looking for a refund. *** Airlines stated they advised
the customer they would deduct $79 per ticket for the voluntary cancellation fee
for the non-refundable. *** Airlines stated they advised the customer the
remaining amount would be issued as an airline credit that was valid for 90
days. *** Airlines advised they sent
the customer an email with the same details. They advised as of August 8, 2020 credit is no longer valid.
Based on the
above we are not able to honor the refund request. If the customer has any other question
related to the credit *** Airlines issued, they should contact ***
directly. Thank you for allowing us to address this matter
further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
Today June 9, 2020 I have been on hold for almost 3 hours at the time of doing this complaint. The first time when someone transferred me after an hour the person picked up then hung up. Now on hold again, the guy said 10 minutes...its been over an hour. I am trying to use a flight credit to go see my parents. This is ridiculous. Why can't the the 1st person (customer service rep) make the change without transferring me. FIX IT! They lost me as a customer.
Expedia.com Response
• Jul 24, 2020
July 24, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on March 9, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia's website under itinerary *** . Travel was with *** Airlines, traveling from Houston, TX to Columbia, SC departing on May 8, 2020 and returning on May 11, 2020, for a total of $221.40. We understand Ms. is seeking a refund for each flight reservation, based on the airline initiated schedule changes.
Between May 5, 2020 to June 9, 2020, Mrs. contacted Expedia to cancel her flight reservation due to (COVID-19) travel disruptions. Therefore, a future travel credit with *** Airlines was issued for a total of $221.40. In addition, Mrs. was made aware of the travel credits expiration date of prior to, December 31, 2021. It appears that Mrs. called back to use the future travel credit with *** Airlines, we followed these trip details below,
Travel was with *** Airlines, traveling from Houston, TX to Columbia, SC departing on June 18, 2020 and returning on June 21, 2020, for (no additional charge beyond) the total of $221.40. We can confirm that the ticket was issued on June 11, 2020. Additionally, *** Airlines is the merchant of record (the entity that charged Mrs. credit card) on this itinerary. Expedia is are required to handle the volume of calls in the order they are received. Furthermore, *** Airlines has certain ticket terms that require specific processes in order for the tickets to be issued. Although, we are working as quickly as possible to provide services to our customers these are unprecedented times that has caused longer than normal hold times.
Moreover, Mrs. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Due to the information provided above Expedia is unable to honor Mrs. request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Melanie ***Corporate Correspondence Team
I am seeking documentation from Expedia, that states that a flight I had purchased, had been cancelled by the airline provider. I requested this documentation on 5/26/2020 and received an email, from Expedia, that I would receive the documentation in 5 business days. I had not received the documentation within the stated time frame and upon further attempts to recurve documentation I was stalled by being placed on hold for over an hour. My flight itinerary number is
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased tickets for two passengers from Columbus, OH, USA to Chania,
Greece, departing on May 15, 2020 and returning on May 28, 2020.The
customer purchased flights on January 21, 2020 with *** for two
passengers traveling from Columbus, OH, USA to Chania, Greece, departing on May
15, 2020 and returning on May 28, 2020.The travel,
consisting of six flights to complete transit, had multiple major schedule changes.
On April 9, 2020 the customer canceled the flight online. We
contacted the airline to discuss providing a refund of the flights. They
advised that the first major schedule change occurred on March 25, 2020. They
are no longer providing refunds due to schedule change for flights that had
major changes after march 19, 2020. As such, a refund was not authorized.Air
Canada advised that the ticket can be exchanged within the validity period to new
flights with them that complete travel by March 25, 2022. The ticket validity
period is for at least one year from the original purchase date. Airlines often
have flights scheduled and available for booking for 6-8 months from the date of
booking. ***
advised via their automated system that they are allowing customers who booked
with them to transfer tickets to vouchers, which allow passengers to rebook to
use the credit up to two years, in as many exchanges as needed and for other
passengers, but have not yet rolled this out for travel agency bookings. A representative
of their company advised that rolling this out for travel agency bookings is
expected to be completed in September of 2020. In the meantime, the customer
can contact the airline directly and they will fill out a form to request a
voucher from their ticket. Once done, *** will contact the customer back
directly to advise if it was approved. Expedia
offers items from travel suppliers via our website such as flights, hotel and
cars. The terms and conditions of the items come from the travel suppliers. In this
case the airline is the merchant of record for the purchase. We hope you
understand that we are not able to affect changes to the terms and conditions
of the travel supplier. The terms and conditions include the airfare fare
rules, the *** convention and the contract of carriage. The contract of
carriage can be found on the carriers website.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Booked flight and hotel and now won't receive refund or price match.
I purchased a bundle deal of hotel and plane ticket through expedia in April 2020. When flight was canceled due to corona virus I was given credits for flight and hotel stay. The problem that I'm having now is that expedia won't let me bundle my credits and are making me purchase plane ticket and hotel separate driving the cost of trip 1000.00 $ more than if I could bundle the trip again. I really don't see how they can credit me for trip and then try to make me spend more money for same trip.
July 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation.Our records show on November 13, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Washington, DC USA to ***, Poland departing on April 9, 2020 and returning on April 20, 2020. The package included a hotel and package insurance with a stay at ***, for a check in on April 10, 2020 and a check out on April 20, 2020, $1,251.11. We understand Mr. is requesting that Expedia compensate him to help alleviate the cost to rebook his package.On April 14, 2020, Mr. contacted Expedia to cancel the flight and to request a full refund for the airfare. However, the flight was deemed ineligible for a full refund per *** Airlines flexibility policy. Therefore, a future travel credit for a total of $656.83, was issued based on *** Airlines rules.Between April 14, 2020 to June 15, 2020, Mr. contacted Expedia to request a full refund for the hotel/flight. Furthermore, based on an airline schedule change the *** Airlines flight did qualify for a full refund, a total of $656.83, was processed back to Mr. original form of payment. It may take up to 30 days for Mr. to receive the refund depending upon his financial institution. In regards to the hotel a voucher was created for a total of $494.28. Therefore, Expedia advised Mr. that in canceling his hotel stay and the acceptance of the hotel voucher the following rules do apply:We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($494.28) represents the total amount of your cancelled lodging you previously made on Expedia.TERMS AND CONDITIONS: https://www.expedia.com/lp/hotelrebookuscoupon1Subject to the restrictions set out in these terms and conditions and in compliance with the above, the coupon code may be applied to a pre-pay stand-alone hotel booking (not a hotel booking in combination with any other product such as flight + hotel or flight + hotel + car) at the hotel you originally booked online with Expedia.com. The code can only be used for pre-pay bookings and cannot be redeemed against bookings which are paid at the destination.This coupon is issued by Expedia, Inc., as a goodwill accommodation to its customers impacted by the Covid-19 Coronavirus. If you have elected to receive this coupon, you are bound by the terms and conditions set forth herein.Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On July 22, 2020, Expedia contacted *** to determine if Mr., reservation could be refunded. Regrettably, we were unable to speak directly to the manager, therefore, an email was sent. Expedia is a third-party intermediary, and we are subject to *** approval/denial since we act only as an agent for their product and we do not have the authority to override or to change their booking policy.Additionally, we did not set the hotel’s (non-refundable) policy and we must abide by our suppliers terms. When Expedia receives the response from the hotel manager we will contact Mr. directly to provide him with the resolution. Due to the information provided above Expedia is unable to honor the customers refund request.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
On January 28, 2020 we bought a travel package to go to Punta Cana (Dominican Republic) in July of this year. We bought a package for 5 people in Expedia Travel Agency. I paid for the total packageI $5,921.14 dollars including an insurance in case a change in the fly tickets or cancellation. In March because the pandemic problem, we cancel the reservation through the internet because it was impossible to call them by phone.
In April 17,2020 I received 3 deposits in may credit card of $962.13 that make a total of $2,886.39 so there is a difference of $3,034.75 that I did not received jet.
Today 6/10 I called the Expedia agency and the agent told me that the $3,034.75 is a credit that the airline will gave it to me to travel up to January 2021. The thing is that if I paid an Insurance to cover this cancellation why they do not want to return the money back?
I understand that the policy returns has change because the COVI-19, but we made the reservation in January when everything was OK
Thank you for your help
July 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package. Our records show on January 28, 2020, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Salt Lake City, UT to Punta Cana, Dominican Republic departing on July 16, 2020 and returning on July 22, 2020. The package includes a hotel and package plan with stay at *** - All Inclusive, Punta Cana for a check in on July 17, 2020 and a check out on July 22, 2020, for a total of $5,921.14. We understand Mr. is requesting that Expedia refund the airfare potion of his package, based on purchasing a vacation waiver plan. On March 31, 2020, Mr. used our online services to cancel the refundable hotel accommodation. *** Cancellations or Changes made after 6:59 PM local hotel time, Friday, July 10, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Therefore, the total refund for the hotel stay was, $2886.39, which was processed back to the customer original form of payment. It may take up to thirty days for Mr. to receive the deposit, depending on his financial institution.On May 30, 2020, Mr. contacted Expedia to state that he cancelled his flight online and he needs assistance in obtaining a refund. Regrettably, Expedia cannot override the package plans policies which assists in refunding cancellation or penalty fees only. Therefore, we provided Mr. with the requirements he must follow in order to obtain a refund for future penalty fees. You have purchased Vacation Waiver. Please refer to your itinerary number when calling to ask questions.https://www.expedia.com/vacation-waiver-termsSee the following terms of use disclosed to Mr. on January 28, 2020:How do I get a refund for my flight?First, contact customer service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket with that airline. When you redeem those travel credits through customer service the airline will apply a change or cancellation fee in accordance with its redemption policy.We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.Note: the full price of the new ticket may be greater than the price of your original flight.Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We cannot provide an (airfare) refund unless approved by the airline and must adhere to the airline’s policyMoreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On June 10, 2020, Mr. contacted Expedia to request a full refund for his flight reservation. We did advise that based on *** Airways flexibility terms his reservation does not qualify for a full refund. However, see *** Airways flex policy which is listed on their website:_Penalty fees waived one-time for re-booking purposes, done on/after August 1, 2020, and travel up to January 2021.See *** Airways cancellation policy, that was provided to Mr. prior to him agreeing to book the flight reservation:*** Airways: Ticket is non-refundable, for cancellationsOn July 24, 2020, By using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr.’s booking session which confirmed our site advised the following; No fees for one-time flight change, cancel and use your airline (credit) later, receive 100% refund for hotels and activities. The detailed package plan, including redemption instructions, was provided to Mr. after booking through his itinerary. On May 30, 2020, the following airfare credit confirmation was emailed to Mr.Total airline credit:$2,739.75Airline confirmation:*** (*** Airways)When you're ready to book a new trip, we're happy to help. You can reach us at 1-800-695-9022.We understand these are unprecedented times, however, due to the information provided above Expedia is unable to honor Mr. refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie ***Corporate Correspondence Team
my family booked a cruise through carnival out of Barcelona spain on may 30th, so we booked flights through ***/expedia to fly over on may 28th, we also bought the travel insurance through *** and it states on that insurance that we can cancel for ANY reason and get a refund. In April everything was cancelled due to travel restrictions by the president of the united states, and we ask for the refund. I have been on the phone with them for at least 40 hours on hold over the last month. I get the same response everytime "We have to call the airline, but I bought the insurance through *** not the airline and we are asking for them to honor their insurance and give us a refund. This affects 9 people, one reservation is in my name and one is under my daughters.
July 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a flight booking.Upon further research, we are unable to locate an Expedia
account related to Mrs. complaint. We respectfully request that
she provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns. If this booking was not made with Expedia, as in her
complaint the customer mentions ***, we ask that a complaint is opened with
the correct brand.If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
My husband & I had tickets back in May with *** airlines that we purchased through expedia. We recieved airline credits with expedia. We had to go to NJ this past weekend due to a death in the family, called expedia to use the credit. The employee booked us tickets and said that we will not need to pay ANYTHING. We asked him again to make sure, he said we did not need to pay anything at all for the return flights. we said okay then book it because we can not afford anything else but since it's free that it was fine. We went to the airport Monday to head back home after the funeral to be held at the *** airline terminal. We were told that expedia did not book it right and we had to pay $304 per person to get on the plane. We explained to them what expedia told us and *** said expedia did not book it correctly then. We called expedia at the terminal and expedia did not respond, after an hour on hold the plane was about to take off. We had to pay to come back home since we had work. We called expedia Tuesday and was on the line with their customer service for seven hours, going back and forth with expedia trying to ignore their employee mistake. We told them to listen to the recording and they did. The representive told us they heard the employee telling us the wrong information and booked us wrong. That we are entitled to a refund for the extra charges but that he would need to get it approved by corporate and they are not responding to his calls. He said he will call us back by wednesday 12pm. Come wednesday it is 8:30pm and still no call. We called expedia and now they are giving us the run around again. We have already been on hold and through three people for 2 hours. In total we have been on the line with expedia for over 9 hours and no one wants to give us the refund that was primosed due to their employee false information
July 10, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a flight booking.Upon further research, we are unable to locate an Expedia
account related to Mrs. complaint. We respectfully request that she
provide us with the email address and phone number used to book the
reservations, and the generated itinerary numbers. The requested information
will enable us to appropriately address her concerns. If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I purchased a round-trip ticket from Chicago to Fort Lauderdale and 2 night hotel stay for $597.39. In speak with a Representative about the booking I asked the question if I find the same booking at a lower price will I receive a refund/price match. The representative informed me I would, therefore I purchased the package. So on the 10th of June I was on the website again trying to see if purchase went down. I noticed that purchase went down by $123.14, so I called Expedia and spoke to a manager that stated that price matching is only for hotel stays not combined package for flight/hotel. I expressed to him that the representative I spoke with on the 8th of June didn't state that to me, I even clarified with the representative that they would indeed price match and honor the difference. I asked him could I cancel the whole thing and receive my refund that way, he stated that if I did that I would have a credit with the airline company, at which I didn't want to do because I wasn't sure if I would use that airline again. I then informed him that I would just like for them to honor there word as a business. He stated again there was nothing he could do.
July 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a
refund. We understand Ms. would
like a refund for the difference she saw in pricing.
Our records
indicate on June 8, 2020, Ms. or an authorized user of
the Expedia account, self-booked two round trip flight on *** departing on November
27, 2020 from Chicago, IL, USA to Fort Lauderdale, FL and returning on December
5, 2020, with a two night hotel stay at *** Hotel on *** via ***. The customer called in to change the reservation
to another date. Our representative
advised of the policies and did not make any changes to the reservation. We
can confirm on June 10, 2020, the customer called in to make the changes.
She wanted to change to another hotel. Our representative advised that the reservation would need to be
cancelled and rebooked. The customer advised
that she is getting a lower price. Our
representative advised the airline fare is non-refundable and the hotel can be
refunded. The customer asked for a Supervisor. The call
was escalated, the customer advised she was able to see a lower price on the website
and she wanted that price. She advised
she had been told by the representative who assisted her with the booking that at
any point if she saw a lower rate, we would match the price. Our representative advised the price option does not apply to the
reservation and offered a coupon as compensation.After
further review on July 27, 2020, Expedia was able to listen to the call made on
June 8, 2020, after the reservation was booked. The representative did not advise that a price option would be
honored. The call ended without any
advisement. On June 10, 2020 there was another call and the call was lost
as it was being escalated. There were no
other calls of recordings of any of our representatives advising that the price
option would be honored. Expedia has a
price match option and it must be completed by the customer for the price to be
honored. The hotel price guarantee, in case the price of the hotel drops (https://www.expedia.com/price-guarantee-claim). Expedia offers a Price Match Promise on
certain reservations. If the option
appears during the creation of your reservation you would select the option
that is most appealing to you for a cost
and if the fare decrease you would receive the difference back. As a courtesy
Expedia has applied a $25.00 coupon to you Expedia account for a future reservation
for a pay now hotel or flight or package reservation that includes a hotel and
flight. The coupon is valid until August
31, 2021.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above we are not able to honor the
refund request. Thank you for allowing
us the opportunity to address the issue that was brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Booked Travel and then cancelled due to fears over Covid 19 and only received a partial refund even though I had Travel insurance
Travel Dates 3/20/2020 to 3/27/2020 RDU to BOG R/T Package icluded Hotel. Air Portion returned. Hotel was not even though I called Hotel and they advised they did not charge Expedia. Very unfair
Issue resolved
I have a travel voucher with expedia.com due to a cancelled flight from November 2019. It was rescheduled for March 2020 and cancelled due to Covid 19, then rescheduled for July 2020 and cancelled by the airline. In order to process these transactions it required 10+ hours on the phone with their customer service. After the last cancellation, I spent 4+hours on the phone where I was transferred to 4 different staff persons and no one could assist me. I had to eventually pay for the flight again through the airline due to the exorbitant amount of time that it takes to obtain assistance and the lack of assistance that is provided.
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased itinerary ***, which included a *** Airlines ticket
for $441.80 on Visa card ended *** on September 14, 2020. An
exchange was requested for the ticket, which was in cancel status to be used as
credit. The flights, which were for travel starting on July 9, 2020, were canceled
by the airline and couldn’t be ticketed. Our
ticketing department reached out to the customer to advise them and was only
able to leave a message. We spoke with
the customer after travel and a refund was provided on June 18, 2020 in the
amount of $471.20.We did
not locate any purchases in the same account that were completed in the amount
of $400.00, or any other tickets being exchanged. If there is another itinerary
please provide the itinerary number, passenger name, carrier and dates of
travel so that we can locate it.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. The original ticket was purchased in September 2019 rather than September 2020 to clarify. According to the resolution from Expedia, that travel voucher for that amount is still available for my use along with an additional travel voucher in the amount of $200 for a hotel stay. I was also given a corporate # to use when redeeming these vouchers so as to not have to communicate directly with their call center. Based upon what has been discussed with Expedia as part of the resolution, I want to make certain that these items are in place for my future use.
Sincerely
I was supposed to be taking my honeymoon to Greece in June of 2020. Due to Covid, we rescheduled and received a voucher for our flight cost from ***. This was issued by Expedia on the basis that the flights had to have the same passenger names, same country of origin, and same airline. I want to use these vouchers to reschedule my new honeymoon in Hawaii in September of 2020 with *** Airlines. After speaking with Expedia, I was told that I have to use these vouchers to travel internationally. When speaking to *** directly, they informed me that I am able to use these vouchers to schedule any trip that I would like, regardless if it is international or domestic. I have $2,200 into plane tickets currently and need these vouchers to complete my booking of the trip.
Hello,
I had a complaint filed with expedia that I sent in yererday. I chatted with them late last night and they have processed a refund in the amount of $2,200.10. I am just waiting for the money to now hit my bank account. I am satisfied with this outcome.
Thanks for the help
I had booked a hotel through Expedia. I recieved an email from Expedia on June 1st stating that due to Covid-19,the hotel would be closed and therefore they were canceling my booking. It also said that I would be recieving a refund to my original form of payment. 2 days later I recieve an email stating that I would be getting a hotel voucher to use for a future stay. I believe Im owed a refund because I have it in writing that they said I would get one. I've called numerous times, been on hold for numerous hours, and they are still saying that I only qualify for a voucher. I dont agree this.
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms.
*** (Revdex.com
case number ***) would like a
refund. We understand Ms. would
like a refund for the hotel reservation.Our records indicate on March 15, 2020, Ms. or an authorized user of the Expedia account,
self-booked three combined one way flights on *** Airlines departing on Jun
11, 2020 from Sacramento, CA to Cozumel, Quintana Roo, Mexico and returning on
*** Airlines on June 18, 2020 along with a seven night stay at ***
*** - All Inclusive via ***.
After further
review on July 24, 2020, Expedia confirms a refund of $1293.52 was
issued to VISA card ending *** for the hotel reservation. Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers In addition, at the time of completing her
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I've spent countless hours spent on hold, waiting to correct mistakes they've made, and to follow-up on all the balls they've dropped. Support is horrendously slow and ultimately very limited. I'm ending my business relationship with Expedia. I strongly advise you to do the same.
We had booked a flight through Expedia with *** Airlines to get to our honeymoon in St. Lucia. Our flight was supposed to be June 2nd and return June 11th. Unfortunately, because of the coronavirus, *** Airlines canceled our flight. We were issued flight credit through expedia. However, this was a total scam. You are not able to book your own flight using the credit. You have to call expedia and have them do it for you. It took us over 5 hours on hold just to get someone who said they could help us. Then, they made us jump through a bunch of hoops, including being on hold while they read the policy to see if we were even allowed to use our credit. We still are in the air about if we'll be able to use the flight credit that they gave us. Its now been a six hour hassle just to use the credit that they gave us. It is beyond frustrating and I imagine that for people who work or don't have 6 hours and an argumentative soul, they wouldn't even have gotten as far as we did. Expedia is scamming their customers during a global pandemic and it is sickening.
July 22,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number 14439649, from Nicole Kubinec.The
customer purchased two tickets with *** Airlines for travel to Vieux Fort,
St. Lucia, departing on June 2, 2020 and returning on June 11, 2020, with
flight coverage from Travel Guard. The
customer canceled their flights, and then rebooked them to depart on July 14,
2020 and return on July 25, 2020. The first attempt to issues the tickets did
not succeed, but the tickets were issued with the assistance of the airline. We
regret to hear of the timing being longer than expected or for any
inconvenience. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I purchased airline tickets with my best friend end of February through Expedia's website. Over the past couple months our flights have changed slightly to different connecting flights but the same time frames roughly. I have all the emails with all the reschedule updates. Our original flight home was suppose to be to MDW however that was changed and switched from PBI to ATL then ATL to ORD on May 9th/10th per an email. June 3rd I got an email that my flight home on June 14th was cancelled, however my friends was not, to which she booked the same flight as me. NONE of her flight plans have changed still to this day, June 9th.
I chatted in online to Expedia and spoke with John Art on June 3rd who spoke with *** after waiting four hours from what I was told. Eventually they put me back on the 5PM flight and I received a confirmation email at 4:51PM on June 3rd from *** airlines. THEN the following morning I got an email from Expedia at 9:47AM, June 4th saying they refunded my money for my flight home. This was never discussed as I was just re-booked for my flight as I was told verbally and by email the day prior. I chatted in after receiving that email and was told by a female supervisor, that *** cancelled my flight and I would have to reach out to them to get compensation for them to pay the additional fee's for another flight home as Expedia had nothing to do with this cancellation. So, I got a hold of *** airlines, they explained to me that Expedia cancelled my flight because they did not finalize the booking process for my 5PM flight. Additionally I was sent their guidelines that if my flight was cancelled by them I would have received and email. To which my email of notification was not from *** it was from Expedia. Expedia cancelled my flight due to negligence and not completing my booking.
So I reached out to Expedia again on June 4th, I spoke to a woman who offered zero remedy to my problem, instead told me there was nothing she could do because I was never booked for the 5PM flight and that they would not cover the difference in cost for me to book another flight. Excuse me? I had an email saying I was booked, actually I had two emails saying I was booked for that flight. So I asked to speak with a manager, after waiting for 115 minutes I was disconnected and hung up on.
June 6th, I was so exhausted of this situation being that I have spent probably 7-8 hours chatting with *** I went to book my flight. And wouldn't you know, my original flight at 5PM is now available again for $499!!! I called into Expedia, explained my situation again that I am being wrongfully punished and having to spend extra money I do not have on a flight I already purchased. Once again I was put on hold for over two hours trying to reach a "manager". Again, nothing was fixed about my situation.
June 8th, - My trip is now less than a week away and I still have no remedy for my flight coming home. A representative on facebook offered $150 to cover part of my flight. WELL the flight I was ORIGINALLY booked for THREE months ago is now $499. But because I booked end of February because I planned my trip, and my flight got cancelled by Expedia, I am responsible for them canceling my flight and paying the now $323 dollar difference?? Where is this fair nor right? I called in and was on the phone for another two hours for them to finally say a manager will call me at 6pm that evening. I got the call, and once again it was let me review your notes, and then the no we cannot do anything for you. I told them about them offering to cover part of my flight and was pretty much told I was a liar and that they did not find that in any of their notes. I was then asked to screen shot my conversation on Facebook and send it to their email. Thanks for calling me a liar? GREAT customer service. I was then told they will cover $150 of the $373. So now I am stuck with paying an additional $173 for the same flight I booked and paid for already in February. I told them no, I refused, this was unacceptable and I wanted a manager in power I could speak with. I was told I will get a call back. Well here we are the next day and zero phone call.
June 9th, this leads me to where we are now. I am still left without a flight home but apparently have a flight to Florida still just no way home. Lovely. Also being told my amount was refunded yet, I have no proof of this on my credit card statement anywhere, nor does my credit card company show any incoming refunds. I have spent over fifteen hours on the phone with Expedia for them to give me the middle finger and tell me they cannot do anything for me despite the problems they have caused. I am now forced to spend $400 more dollars on my same flight I was originally booked for. Worst customer service I have ever experienced. They take your money and then waive you off like you do not matter. Now my best friends birthday has been nothing short of awful thanks to your company. I will also be pulling all my companies reservations and bookings with Expedia for hotels and flights, so you will be losing thousands of dollars now because of your actions. Great business practice.
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand the Ms. would like the original flight for $529.00 to be
paid for by Expedia based on the inconveniences.
Our records also indicate on February 26, 2020, Ms. or an authorized
user of the Expedia account, self-a two combined one way flights, the outbound
flight was on *** Airlines departing on June 12, 2020, from Chicago, IL to West Palm
Beach, FL and returning on *** June 14, 2020 via ***. We can confirm on June 9, 2020, Ms. or an authorized user of the Expedia
account, self-a one way flight on *** Airlines departing on June 15, 2020,
from West Palm Beach, FL to Chicago, IL via ***. The issue was escalated
to a Lead and a courtesy refund of $150 was approved and issued to the original
card charged.After further review on July 24,
2020, Expedia verified a refund for $176.20 is showing being processed
in *** Airlines record under itinerary ***.
*** Airline refund is showing the refund was issued to the original card that
was charged. The customer would need to
contact *** Airlines for their refund timeline. Expedia
contacted *** Airlines and they confirmed the return flight on June 15,
2020, was flown under itinerary ***. Expedia confirmed a refund of $150 was issued
on June 13, 2020 to card VISA card ending *** under itinerary ***.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** and *** Airlines were
the operating carriers and merchants of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage issued
by the Supplier, which can be found on the Supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other damages
or expenses resulting there from. Expedia has no liability and will make no
refund in the event of any delay, cancellation, overbooking, strike, force
majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Please accept our apologies for any inconveniences
that may have been caused. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I purchased a travel package through the Expedia.com website for Travel between March 28th - April 2nd from Boston to Barbados. My destination country of Barbados issued an automatic quarantine of 14 days for incoming travelers. Since this was much longer than my scheduled trip, I needed to cancel my reservation through Expedia. I did so and was informed of no refund. I attempted to dispute this through my credit card company *** who rejected my dispute. I do not think I should get charged for a service that I can't use even if I wanted to. I would have had to fly to Barbados and be quarantined for longer than my scheduled trip. I contacted Expedia and was informed that there are no refunds for the hotel stay whatsoever because my room was a 'no refund' room. I am not paying for a service that I can't use even if I wanted to.
July 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a refund. We understand the Ms. would
like a refund and not a travel credit.
Our records indicate on March 9, 2020, Ms. or an authorized user of the Expedia account, self-booked
two combined one way flights, the outbound flight was on *** Airways departing
on March 28, 2020 from Boston, MA to Bridgetown, Barbados and returning on ***
Airlines on April 2, 2020 along with a five night stay at *** Barbados -
All Inclusive and the Package Protection Plan via ***.After further review on July 23, 2020, Expedia contacted the hotel and they advised to send them an email about the refund
request. Expedia sent the hotel the
requested email. There are no
notes or documentation on the Expedia account regarding cancelling the
reservation. Expedia verified the customer
cancelled the reservation via electronic web form cancellation on March 25,
2020. Expedia emailed the email address
on file the cancellation emails. The
hotel email advised the reservation was cancelled without a refund. The cancellation emails for the flights advised
the flight reservations were cancelled with future flight credits. The protection was cancelled and a refund was
issue for $298.00 on March 17, 2020 . As
a courtesy Expedia emailed the hotel and must wait for a response to see if
they will authorize a refund or compensate the cancelled hotel
reservation. The customer needs to
contact our Customer Service Department at 877-227-7481 to exchange the flight
tickets and use the future flight credits.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** and ***
Airlines were the operating carriers and merchants of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing her booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above Expedia is not able to honor
the credit request. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di F Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I am seeking a refund for services not rendered. I paid for a service I didn't receive and couldn't use anyways. I am not backing down on this. You will refund my money otherwise, I will drag this out as long as possible both in social media and in the news. I work for an advertising firm and I will use my position to influence others who have been cheated out of their hard earned money, to file a class action lawsuit against your company.
I had a flight booked through Expedia. I had to cancel my flight as state orders mandated only essential travel be permitted.
I was told I would receive a refund initially. Later Expedia sent me an email saying I was receiving a credit that could only be used with the same airline (*** Airlines) and must be used within a year. There were no additional stipulations.
Once restrictions had been lifted, I attempted to book a new flight, however the first time I contacted the representative hung up on me and I was unable to contact anybody again. I sat on hold for 6 hours before hanging up. I called back the next business day and sat on hold for another 16 hours without any representative answering.
On the third day, I called and got a representative immediately, however they said they would need to transfer me to somebody who could use my credit to book a flight. The second rep I spoke to said that the credits could only be used on certain flights which *** Airlines had said were specifically for "rebooked" flights. These rebooked flights were considerably more expensive than the "new" flights that were available on Expedia's website for the same day, destination, seat class, and number of stops. The rep then said that he could not issue an actual refund since I had been the one to initiate the flight cancel (despite being told initially that I would receive a refund). The rep then said he would attempt to get me a refund and allow me to book a new flight, however I have now been on hold waiting for the rep to come back for an additional 7 hours without a response or checking to make sure I was still on the line.
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand Mr. would
like a full refund for his reservations.
Our records indicate on March 13, 2020, Mr. or an authorized
user of the Expedia account, self-booked two round trip flight on *** Airlines departing on March 27, 2020,
from Dayton, OH to Dallas,
TX and returning on March 29, 2020 along with a two night stay at *** Hotel Southlake DFW North via ***.We can confirm
on March 24, 2020, the customer cancelled the reservation online
via electronic web form. Expedia emailed
the email address on file a cancellation email advising of the future travel credits
for the flights and an email advised of the refund of $170.53 for the hotel
cancellation.On June 9, 2020, the customer called in and wanted to apply credit from DAY to
ORF. Our representative advised that
there was no change fee but any fare difference would be his responsibility. No
changes were made to the record. The customer
contacted our Social Media Team and advised he would like a refund. The representative advised he was not eligible
for a refund but has a future travel credit. Our representative advised he may want to try requesting a refund using
*** Airline website.After further review on July 24, 2020, Expedia verified the *** Airline policy since the customer
cancelled his reservation via online electronic form. The cancellation created a future travel
credit for each of the tickets in the amount of $238.80. The customer’s cancellation cancelled the
hotel reservation and a refund was issued for $170.53. Expedia emailed the
customer email address advising of the future travel credits and the hotel refund. The customer can contact our Customer Service
Department at 877-227-7481 to exchange his
flight reservations. *** Airline
policy waives the exchange fee, any increase in fare would be the
responsibility of the customerPlease note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. Lambes
agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
when attempting to use the credits to reschedule the flight I was told they do not apply to all flights from *** Airlines. The representative I spoke to would only list what they called "carry over" flights which were substantially more expensive than other flights leaving the same day, following the same path, from the same airline.
It was recommended that I cancel my flight by a representative prior to the electronic cancelation due to travel restrictions of my state. If I had not cancelled my own flight, I still could not fly regardless of whether *** Airlines cancelled.
Sincerely
My flight on *** Airlines was cancelled, but I booked it through Expedia. Expedia cancelled the trip and it no longer shows as eligible for the voucher, so *** Airlines can't issue a voucher or refund. But I can't reach an Expedia agent via online chat, phone, or email despite over 45 attempts in the last 39 days. At this point, I don't know how to get through to their business to notify them of the issue and the timeframe to receive the voucher from *** Airlines is closing - which means I will lose all the money I paid for this trip that Expedia owes me.
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) would like a refund. We understand the Ms. would like a full refund
for his reservation.
Our records indicate on November 26, 2020, Ms. or an authorized
user of the Expedia account, self-booked a round trip flight on *** Airways departing on May 1, 2020, from Boston, MA, USA to Nairobi,
*** and returning on May 9, 2020 via ***.We can confirm
on May 9, 2020, the customer contacted our Social Media Team and
requested an email about her flight credit. The customer cancelled her flight online and
the airline record shows the airline has taken over control.On May 11, 2020, the customer would like to request a refund and as per escalating agent no
policy in eureka but as per checking *** Airways policy states refund will
only be possible via EMD. This can be utilized within 12 months from date of
issue." "No Cash Refunds allowed." The representative was unable to open the
status of the ticket. Customer was sent
an email advising we have sent an email to the airline. Numerous email
communication to the customer. Eventually advising the customer to contact
*** Airways since we could not retrieve the ticket information. The customer advised *** Airways referred
her back to Expedia and to *** Airlines and she wants Expedia to further
investigate.From May 9, 2020 through June 10, 2020, there have been numerous email communications between Expedia and the customer and Expedia
and *** Airways. The customer inquired
on receiving a voucher and Expedia eventually referred the customer to contact
the *** Airways. The customer advised
she would not contact them again and it should be our responsibilityAfter further review on July 24, 2020, per
*** Airways policy the flight credit is applicable. As a courtesy Expedia contacted *** Airways
and they advised they could not retrieve the ticket information and suggested
we contacted *** Airlines. As a
courtesy Expedia submitted an email to *** Airways inquiring on their actual
policy, since the information given on over the telephone was incorrect. *** Airways email automation replied with incident
number 200723-000396. Expedia must wait
for an official reply back from *** Airways and once we receive, we shall
advise the customer of their *** Airways policy.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airways was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing her booking on our website, Ms. Klingensmith
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Dear Revdex.com:
Our complaint about Expedia involves their refusal to honor their commitment for a refund and for flights we cancelled and for coercing us to take a flight credit with unacceptable time restrictions.
On 2/26/2020, in light of the developing spread of COVID-19, we cancelled our international flights for our family. We were told that we would receive a refund of just over $2300 from the $4600 we paid when we booked the flight in April, 2019. We were told that our AMEX card would be credited after the next billing cycle. We called Expedia yesterday, 6/8/2020, to find out why they had failed to refund our money. The first representative was able to find the record of our original phone conversation in February when we cancelled the flight. We were then transferred to another rep, who also confirmed the situation.
Finally we were transferred to a supervisor from Expedia Corporate CC, who explained to us that instead of a refund, we would receive a credit for the full amount of the flight, but that we would have to fly by 3/31/2021. We told him that this was not acceptable because we have no intention of flying anywhere until we have been vaccinated for COVID-19, hopefully sometime in 2021. He told us that airlines were being flexible and the international airline would likely accommodate our desire for an extension. He also told us that there was nothing more that he could do for us and that our only choice would be to contact the international airline and ask for an extension. We asked him to confirm the commitment that Expedia had originally made for a refund, but he said that he did not have access to that information. Either the record had been erased or he was not truthful with us, because the reps earlier had confirmed it.
We placed the international call this morning and found out that there was nothing they could do because the itinerary had been cancelled/erased by Expedia. The airline rep also told us that if we were to use the flight credit, we would have to book the flights with Expedia. We were told by Expedia that they could no longer help us. Where do we go from here?
At this point, Expedia has refused to refund the money they promised us in February. Now, they have replaced it with a flight credit that is of no use to us because of time restrictions. Although the supervisor assured us that the airline would accommodate our request for a time extension, we have no guarantee that they would do so. Not only that, Expedia may be erasing records. It’s clear to us that Expedia has not been operating in good faith and is trying to keep the money that they promised to refund.
We would appreciate your help in obtaining the refund we were originally promised. Thank you very much.
July 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.On April
13, 2019, the customer purchased three tickets with *** for
travel to Maceio, Brazil, on February 28, 2020, with a return on March 6, 2020.Our
records show that the airline had a major schedule change and we reached out to
the customer as new flights had to be selected. The customer requested a refund
and the airline denied a refund based on being able to provide another flight.
Regardless, the customer was able to get a refund of the tickets with a penalty
of 60% based on the fare rules of the airfare selected at purchase.The
refund has not been processed yet. We regret any inconvenience. However, we need
the customer to contact us regarding the refund request via phone because the
refund is not going through. The customer will need to have the details of
their credit card ending *** available when calling. Please reference the E
case number above on contact.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
We just spent 3 hours on the phone with Expedia and the situation is just as it was in February. We were told today that we would receive our refund in 2 billing cycles. This is the same commitment we got in February. We do acknowledge that Expedia has just processed our refund request, but it is now in the hands of the airline for it to be completed. Expedia said that the airline may not agree to the details of the refund and may kick it back. There has been no progress on this matter for 5 months, including a 6 week delay since we contacted you. This situation will not be resolved until we receive our refund.
Sincerely,
*** And
August 1, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding the additional comments.
We are responding to the consumer complaint number ***.As previously advised, we need the customer to contact us
regarding the refund request via phone because the refund is not going through.
The customer will need to have the details of their credit card ending *** available when calling. Please reference *** We regret any inconvenience. It is important to call so
that the refund can be processed within the validity of the tickets. We offer
customer service 24 hours per day and off peak hours have less hold time.
Please call 1-800-EXPEDIA or 1-404-728-8787.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***I am rejecting this response because:Things are looking more encouraging after a productive, but very long phone conversation with Expedia and after an earlier email confirming a portion of our refund. As things stand, we are expecting a portion of our refund within a month and another, larger portion within 2 months. We commend Expedia for their effort to straighten out this problem, but we cannot say that this is resolved until we receive our full refund.Sincerely
In August 2019, I booked and paid tickets, through Expedia, to fly to Portugal on Jun-26-20 and back to US on Jul-14-20. As I was recently informed those flights had been canceled, I contacted Expedia on Jun-08-20 and requested the exchanged of the inbound flight (Lisbon to Miami), in Executive class, to Jul-27-20. After the exchange was completed, I received an email from Expedia confirming it. During the exchange process I asked several times if there would be any cost to process it, keeping the same class of service (executive) and was repeatedly informed there would NOT. In fact, I even checked with the carrier (***) and the price was the same I had payed, back in August 2019. After the exchange done and confirmed with Expedia, I also confirmed with the carrier my new date and flight, was OK.
At my surprise, the following day (Jun-09-20), when I tried to book the seats with the carrier (as I travel with my 9 years old son), the reservation had disappeared and later on my Expedia account it showed as "canceled". Since then, I spent in excess of 6 hours calling and trying to have the situation resolved/corrected with Expedia, without success. After the successive go-around from associate to associate, I end up with some corporate associate called Sara (supposedly a supervisor), who with a very rude and disrespectful manner told me she did not know when the situation/cancelation could be repaired/remediated... She also told me, just before hang up the phone that satisfying legitimate customer claims was not her job (sic).
July 27,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number ***, from ***.The
customer purchased combined one way flights for two passengers for travel from Miami,
FL, United States to Lisbon, Portugal, departing on June 26, 2020, and return
on July 14, 2020.The
customer changed the one way return ticket on June 10, 2020, for travel from
July 14, 2020 to July 27, 2020. The cost to make the change was $448.84 and a
credit card was provided to complete the exchange. The additional cost was
added on to the value of the tickets.The other
flights were canceled to be held for credit.On June
24, 2020 the flight record with the active exchanged tickets were canceled. We
emailed the customer a confirmation of the second cancelation. A refund was not
available. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I had bought tickets for a trip in May to Vegas and my flight was rescheduled to over a day due to canceled flights. I received an email from *** giving me the option to accept or deny. I waited a few days before responding to see what the status on traveling would be and when it was confirmed that Vegas would not have many businesses open, I called to request a refund and it was denied. I called Expedia and they said I would have to dispute with *** Airlines. I called *** and they gave me the runaround saying I can only get a credit and when I told them I did not accept the changes, they still failed to give me my refund and hung up on me. Mind you one of the family members who booked separately received the same message and had no issues receiving her refund. The the DoT Enforcement Notice also says all passengers are “to be refunded promptly” due to covid-19.
July 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) would like a
refund. We understand Mr. would
like a full refund for the reservation.
Our records indicate on February 8, 2020, Ms. *** or an authorized user of the Expedia account,
self-booked two combined one way flights the departure flight was on ***
Airlines departing on May 21, 2020, from Milwaukee, WI to Las
Vegas, NV and returning on May 24, 2020, ***
Airlines with a three day Dollar rental car, along with the Collision
Damage Plan via ***.We can confirm on February 18, 2020, the
customer called in and canceled the car rental and Collision
Damage Plan. A refund was issued for the
$120.26 for the car rental and $40.00 for the Collision Damage Plan. Expedia
emailed a refund receipt.On July 23, 2020, Expedia
submitted a refund ($274.42) request via the electronic airline system to
*** Airline for cancelled *** Airlines reservation.After further review on July 24, 2020, Expedia was able to verify the refund request that was
submitted via the electronic system for the *** Airlines record on July 23,
2020. *** Airlines will process the refund
to the customer’s original card charged. The customer may want to check with *** Airlines for their refund
timeline. Per *** Airline their
fare rule states that cancellations are not allowed. Expedia contacted ***
Airlines to verify their policy. *** Airlines advised they have processed a refund for the flight
reservations to Mastercard ending *** for $456.80 and also issued a refund to
a VISA card for $ 72.00 for baggage on April 21, 2020. Expedia confirmed the car reservation and
Collision Damage Plan were cancelled and refunded on February 18, 2020.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** and *** Airlines were the
operating carriers and merchants of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In addition,
at the time of completing her booking on our website, Ms. agreed to
our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of
Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
This complaint is not in regards to ***’s purchase as she received her refund but I, *** have not received my refund. Please review again.
Sincerely
Complaint: ***
I am rejecting this response because:
I don’t think you guys are understanding this correctly. *** refunded me but *** never did. They sent an email when they changed my flights to see if I would accept or reject. I did neither and called them but they said they would not refund me and only give me credit. I have received ***’s refund already.
Sincerely
August 9, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did
not accept our response.
We are again responding to Ms. complaint regarding a refund. We understand that Ms. is requesting a refund for the ***
Airline flights. Expedia contacted *** Airlines and
they advised that the customer called them on May 8, 2020 and requested
to cancel and were looking for a refund. *** Airlines stated they advised
the customer they would deduct $79 per ticket for the voluntary cancellation fee
for the non-refundable. *** Airlines stated they advised the customer the
remaining amount would be issued as an airline credit that was valid for 90
days. *** Airlines advised they sent
the customer an email with the same details. They advised as of August 8, 2020 credit is no longer valid.
Based on the
above we are not able to honor the refund request. If the customer has any other question
related to the credit *** Airlines issued, they should contact ***
directly. Thank you for allowing us to address this matter
further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
Today June 9, 2020 I have been on hold for almost 3 hours at the time of doing this complaint. The first time when someone transferred me after an hour the person picked up then hung up. Now on hold again, the guy said 10 minutes...its been over an hour. I am trying to use a flight credit to go see my parents. This is ridiculous. Why can't the the 1st person (customer service rep) make the change without transferring me. FIX IT! They lost me as a customer.
July 24, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on March 9, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia's website under itinerary *** . Travel was with *** Airlines, traveling from Houston, TX to Columbia, SC departing on May 8, 2020 and returning on May 11, 2020, for a total of $221.40. We understand Ms. is seeking a refund for each flight reservation, based on the airline initiated schedule changes.
Between May 5, 2020 to June 9, 2020, Mrs. contacted Expedia to cancel her flight reservation due to (COVID-19) travel disruptions. Therefore, a future travel credit with *** Airlines was issued for a total of $221.40. In addition, Mrs. was made aware of the travel credits expiration date of prior to, December 31, 2021. It appears that Mrs. called back to use the future travel credit with *** Airlines, we followed these trip details below,
Travel was with *** Airlines, traveling from Houston, TX to Columbia, SC departing on June 18, 2020 and returning on June 21, 2020, for (no additional charge beyond) the total of $221.40. We can confirm that the ticket was issued on June 11, 2020. Additionally, *** Airlines is the merchant of record (the entity that charged Mrs. credit card) on this itinerary. Expedia is are required to handle the volume of calls in the order they are received. Furthermore, *** Airlines has certain ticket terms that require specific processes in order for the tickets to be issued. Although, we are working as quickly as possible to provide services to our customers these are unprecedented times that has caused longer than normal hold times.
Moreover, Mrs. agreed to Expedia Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Due to the information provided above Expedia is unable to honor Mrs. request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Melanie ***Corporate Correspondence Team